Total Quality Management

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Quality management principles

ISO 9001:2000 has been written around eight quality management principles

1. Customer focus

Organisations depend on their customers and therefore should understand current and future customer needs, should meet customer requirements, and strive to exceed customer expectations.

2. Leadership

Leaders establish unity of purpose and direction of the organisation. They should create and maintain the internal environment in which people can become fully involved in achieving the organisation’s objectives.

3. Involvement of people

People at all levels


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